PENGARUH LOYALTY PROGRAM DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PT. INDOSAT OOREDOO (Studi Kasus : Pelanggan IM3 Ooredoo dan Mentari Ooredoo PT. Indosat Ooredoo)

LUSIYANI, OKTA (2017) PENGARUH LOYALTY PROGRAM DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PT. INDOSAT OOREDOO (Studi Kasus : Pelanggan IM3 Ooredoo dan Mentari Ooredoo PT. Indosat Ooredoo). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Penelitian ini untuk mengetahui Pengaruh Loyalty Program dan kepuasan pelanggan terhadap Loyalitas Pelanggan PT. Indosat Ooredoo (Studi Kasus : Pelanggan IM3 Ooredoo dan Mentari Ooredoo PT. Indosat Ooredoo). Objek penelitian ini adalah para pengguna kartu dan layanan Indosat (IM3 dan Mentari) yang telah mengunakan kartu IM3 atau Mentari lebih dari 6 bulan pemakaian di wilayah perkantoran Jakarta Pusat dan Tangerang . Penelitian ini dilakukan terhadap 130 responden. Metode analisis data yang digunakan adalah Structural Equation Modelling (SEM) dengan program Linear Structural Relationship (LISREL). Hasil Penelitian ini menunjukkan bahwa variable kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan PT.Indosat Ooredoo. Hal ini ditunjukkan dengan nilai t-value variable kepuasan pelanggan menunjukkan nilai yang signifikan dan mendukung hipotesis. Oleh karena itu, hasil uji dari penelitian ini menyatakan bahwa terdapat pengaruh yang signifikan antara variable kepuasan pelanggan terhadap loyalitas pelanggan PT. Indosat Ooredoo, Sedangkan faktor loyalty program tidak berpengaruh.This research is to know the influence of Loyalty Program and customer satisfaction to Customer Loyalty PT. Indosat Ooredoo (Case Study: IM3 Ooredoo and Mentari Ooredoo Customer PT Indosat Ooredoo). The object of this research is the users of card and service of Indosat (IM3 and Mentari) who have been using IM3 or Mentari card for more than 6 months usage in office area of Central Jakarta and Tangerang. This study was conducted on 130 respondents. Data analysis method used is Structural Equation Modeling (SEM) with Linear Structural Relationship (LISREL) program. The results of this study indicate that customer satisfaction variables significantly influence customer loyalty PT. Indosat Ooredoo. This is indicated by the value of t-value variable customer satisfaction indicates a significant value and supports the hypothesis. Therefore, the test results of this study states that there is a significant influence between customer satisfaction variables on customer loyalty PT. Indosat Ooredoo, While the loyalty factor of the program has no effect.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 17 496
NIM/NIDN Creators: 43114120229
Uncontrolled Keywords: Loyalty Program, Kepuasan Pelanggan, dan Loyalitas Pelanggan.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 006 Special Computer Methods/Metode Komputer Tertentu > 006.7 Multimedia Systems/Sistem-sistem Multimedia > 006.75 Social Multimedia/Multimedia Social
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: NAJLA
Date Deposited: 02 Mar 2024 08:50
Last Modified: 02 Mar 2024 08:50
URI: http://repository.mercubuana.ac.id/id/eprint/86702

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